Agents Settings Guide
- Ricardo Gomez
Omnichannel Agents are responsible for handling Omnichannel conversations. An agent can belong to a particular department and gets notified when a new conversation gets initiated if they are available.
To refer to the official documentation, check the following link: https://docs.rocket.chat/use-rocket.chat/omnichannel/agents
Add users to Omnichannel agents
To start adding agents to the omnichannel log in into Rocket Chat as an administrator user and click on the three dots button on top. Many options will be displayed, you have to click on Omnichannel:
Once you click on Omnichannel, all the settings for Omnichannel will be displayed on the left side of the page. Look for Agents section and click on it:
After clicking on Agents button, Rocket Chat Agents settings will be displayed on the right side. Here, you can see all the users that have livechat-agent role and also some input fields:
Username input is for you to add some existing user as an agent, so, type the user that you want to add the agents group:
And finally on the right, click on add to add the user:
Additional information
If you are an agent or your user has an agent role and all the settings all already done for Omnichannel Queue, you will see an Omnichannel section on the Rocket Chat main screen. On this section there should be two buttons, you have to click the chat bubble with a line to activate the incoming chats
And finally whenever a user writes to Rocket Chat, it will be shown on a new section called Queued Chats:
If your agent user is not assigned to a department where the incoming chat belongs, the agent would not see the chat.